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Zenoti is seeking an Enterprise Customer Success Senior Manager to lead a portfolio of key, high-ARR customers in the beauty and wellness SaaS space. The role involves managing relationships with enterprise clients including corporate executives and franchise owners, delivering proactive business reviews, workshops, and strategic insights to drive platform adoption and customer growth.
Key responsibilities include:
• Customer Advocacy & Engagement: Build and maintain strong relationships with CxOs and key stakeholders by understanding their business needs and challenges. Drive platform adoption, communicate value, and achieve mutually beneficial business results. Monitor customer health metrics (engagement, usage, NPS) to prevent churn and identify upsell or expansion opportunities.
• Product Expertise & Solution Building: Become a subject matter expert in Zenoti's platform by proactively exploring features and functionalities. Analyze customer challenges and independently develop solutions to maximize their experience and business outcomes, ensuring customers are fully leveraging the platform through regular check-ins and business reviews.
• Cross-functional Collaboration: Work closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. Serve as the voice of the customer internally and advocate for their needs.
• Strategic Account Management: Manage a portfolio of enterprise customers, focusing on retention, expansion, and advocacy. Develop deep understanding of customer business models and identify opportunities for growth and increased platform utilization.
The ideal candidate is analytical, meticulous, and thrives in engaging customers to investigate issues and deliver insights. You should be comfortable with both strategic executive conversations and hands-on technical problem-solving. This is a people-management role overseeing a team of customer success professionals.
